To provide the administrative support required for effective day-to-day workforce planning within Merchant Operations. The role focuses on creating scalable workforce planning solutions that align merchant requirements with Lesaka's capabilities through the effective use of technology.
The successful candidate will ensure that resource scheduling aligns with merchant journey requirements, business strategy, policies, and procedures while supporting a fast-paced fintech environment that values agility, growth, and competitiveness. This role plays a key part in improving employee satisfaction and delivering an exceptional customer experience.
Key stakeholders
Internal
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Group
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BPMO
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Technology
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Data
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Customer Experience
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Risk and Fraud
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Customer Care
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Field Services
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Fleet Management
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Operational Facilities Management
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National Procurement
External
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Suppliers
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Regulatory Bodies
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Industry Standard Bodies
Core Leadership and Behavioral concepts
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Accuracy
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Commercial Acumen
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Planning
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Customer Focus
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Co-operation
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Results Orientation
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Accountability
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Conflict Management
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Negotiation Skills
️Technical and professional competencies
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Operational Planning
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Advanced Microsoft Office Skills (particularly Excel)
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Workforce Management Tools and ERP Systems
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Data Management and Analytics
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Labour Laws and Regulations
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South African Geographical and Economic Landscape
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Administrative Analysis and Reporting
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Human Resources Management
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Workforce Planning
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Human Resource Information Systems (HRIS)
Key responsibilities
1. Workforce Capacity, Capabilities Planning & Forecasting (20%)
Key Activities
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Consolidate merchant requirements for new business, rework initiatives, and SLA commitments into a single workforce planning framework.
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Develop workforce capacity and capability plans, forecasts, and schedules across annual, quarterly, monthly, weekly, and daily planning cycles.
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Compare forecasted demand with current workforce capacity to identify resource shortages or surpluses.
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Ensure workforce plans address:
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Critical skill requirements
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Demand fluctuations
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Changing customer expectations
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Labour market dynamics
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Support planning for technicians, customer care teams, fleet resources, and operational infrastructure.
Success measures
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Workforce Alignment Index
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Capability Planning Effectiveness
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Employee Experience Improvement
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Talent Retention and Stability
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Equity Representation
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Accuracy and Completeness of Workforce Plans
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Strategic Resource Deployment
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Customer Satisfaction Scores
️2. Technician, Employee & Resource Scheduling (65%)
Key Activities
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Create and maintain optimized shift rosters, technician schedules, and task allocations.
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Maximize resource utilization while considering:
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Travel distances
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Weather conditions
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Planned events
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Infrastructure reliability
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Safety requirements
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Employee wellbeing
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Schedule resources based on:
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Technical expertise
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Proximity to work
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Shift requirements
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Cost efficiency
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Environmental considerations
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Develop contingency plans to address:
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Demand spikes
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Equipment failures
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Employee absences
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Utilize contractors and cross-trained employees where required.
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Monitor workforce KPIs and continuously improve forecasting models.
Success Measures
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Total Workforce Cost
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Workforce Agility
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Employee Productivity Ratio
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Schedule Adherence
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Customer Experience
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Employee Happiness (eNPS)
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Labour Cost per Unit Output
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Overtime Levels
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Absenteeism Rate
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Cost-to-Serve
3. Stakeholder Management & Alignment (15%)
Key Activities
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Identify and engage critical internal and external stakeholders.
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Collaborate with business units to capture and prioritize workforce planning requirements.
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Ensure workforce plans are reviewed and approved at daily, weekly, monthly, and quarterly intervals.
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Partner with:
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Field Service Managers
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Regional Field Service Coordinators
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Merchant Division teams
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Participate in workforce planning, capability planning, and capacity planning forums across the Merchant Division.
Success Measures
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Workforce Planning Effectiveness
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Stakeholder Satisfaction
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Employee Happiness (eNPS)
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Customer Experience
Minimum Requirements
Qualifications
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Diploma in Human Resources, Business Administration, or a related field.
Experience
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2–3 years' experience in:
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Workforce Planning
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People Analytics
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Business Analysis
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Human Resources
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Experience managing relationships across all organizational levels, including senior leadership.
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Demonstrated ability to:
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Identify skills and competency gaps
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Design workforce plans and schedules
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Manage workforce planning processes
Professional Registration (Advantageous)
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South African Board for People Practices (SABPP)
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Institute of People Management (IPM)
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Other relevant professional memberships
Work Conditions
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Primarily office based.
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Travel across South Africa, including remote areas, may be required.
Legislative & Regulatory Knowledge
Candidates should have knowledge of:
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Skills Development Act
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National Qualifications Framework Act
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Basic Conditions of Employment Act (BCEA)
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Occupational Health and Safety Act (OHSA)
Knowledge Requirements
Products
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Workforce planning-related products and solutions.
Systems
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Workforce planning systems and technology platforms.
Processes
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Workforce planning methodologies and operational processes.
Ready to Take Ownership?
If you're passionate about workforce planning, operational excellence, data-driven decision-making, and creating exceptional customer experiences in a dynamic fintech environment, we encourage you to apply.
Apply now or share this opportunity with a suitable candidate.
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